IT Support Engineer, II, JAMF

Manila, Philippines

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. 

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. 

Join our team! We’re building a world where Identity belongs to you.

Join our growing team to deliver amazing technology support that fuels our employees' vision of Dynamic Work. Technology experience is the guiding force of our work, and our Business Technology Support Engineer will help ensure we provide world-class technology support for our employees and our spaces.  

In this role, you will be responsible for quickly resolving employee IT issues, making proactive improvements, and developing a solid customer-first mindset. 

You will be part of a globally distributed remote and onsite support team that provides IT support for our employees and escalates high-priority concerns and incidents. Support Engineers connect with our internal customers to help with their needs, assisting with troubleshooting support via Slack, Zoom, or email. You will also share knowledge with our employees, helping them to use technology to power their productivity.  Build and share a security-first mindset whilst policies guide your work with our customers. You will strongly advocate for our employees, learning and understanding their technology challenges and championing change with our technology solutions that make it easier to get our best work done.  Our team is helping to transform the future of work, which isn’t easy but is tremendously fun and rewarding. We work on challenging problems, follow Okta’s security standards, and always focus on the employee experience.

A successful BT Support Engineer must understand and demonstrate the ability to resolve problems with common internet and SaaS applications (Slack, Google Workspace, Zoom, Okta), hardware (both Apple IOS & Windows OS), mobile device support, and networking basics. The ideal candidate will also pay great attention to detail and be comfortable working independently in a fast-paced environment while managing multiple competing priorities. 

We aim to ensure our customers have an amazing technology experience and everything they need to succeed. 

Job Duties and Responsibilities:

IT Support provide a first-class customer experience to internal Okta employees and contractors seeking support in APAC and across the Okta organization strive to resolve all employee support interactions on “first touch” whenever possible while proactively and conscientiously balancing competing demands in a fast-paced environment. Connect with employees via Slack and Zoom to provide real-time troubleshooting support and transfer support to the relevant team as needed. Ability to be on-site as requested with travel between office locations, including any third-party vendor sites. (Hybrid role, subject to adjust as needed) Support key Employee Lifecycle processes (onboarding and offboarding) and provisioning/de-provisioning of applications. Learn and effectively adapt to the usage of any new systems or applications to support employees through the change.Experience working in a Public company with a high focus on Security and Compliance (asset/application access), policy/process adherence and an appreciation for how to translate those requirements/policies into End User communications, Understand the value of written and verbal interactions with customers from across the Globe, as well as the ability to communicate policies and technical processes with employees of all levels.

    • Responsible for providing in-person and remote support to our global staff (all worker types and employee levels). Requests will come in various forms, such as tickets, walkups, Slack, and email.
    • Use ServiceNow to manage requests and incident tickets within outlined SLAsContinuous Improvement Champion
    • Identify opportunities for improvement in internal processes to enable success across our team.
    • Actively contribute to team knowledge by documenting newly found solutions for common issues and proactively sharing information with the team.
    • Actively participate in cross-team collaboration efforts and initiatives (e.g. recurring syncs, RCAs and learning sessions) 
  • Minimum Required Knowledge, Skills, and Abilities:
    • 2+ years supporting internal or external customers in an IT Helpdesk environment
    • 2+ years with remote support via Zoom and Slack
    • 1+ years of experience supporting Apple Mac IOS
    • 1+ years experience working in a SaaS-based environment with responsibility for managing user/role-based access to systems 
    • 1+ years of support using ServiceNow ticketing systems
    • Confident in presenting New Hire orientation sessions in person or via Zoom
    • Strong ability to prioritize multiple tasks to ensure support for your customers
    • Additional skills that will be used daily:
      • Slack
      • Zoom
      • Google Suite
      • JAMF
      • InTune
      • Atlassian (JIRA) Suite
      • MDM for IOS and Android devices
      • Okta Administration
      • ServiceNow reporting and ticket management
      • Hardware asset management best practices
#LI-SS5
#LI-Hybrid

What you can look forward to as an Full-Time Okta employee!

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding please use this Form to request an accommodation.

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Okta
The foundation for secure connections between people and technology

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 19,300 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.

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